Application Support Analyst

This is a place for talent

No matter your background or personality, if you bring a passion, and a drive to do your very best, you are welcomed here. We know that our people do their best work when there are diverse opinions and everyone feels valued and included. Because an inclusive workplace not only means people feel empowered, it also helps build a stronger business where great things happen.

Where a role is advertised as full-time, Charter Hall operate a flexible working environment and would be open to discussions on how this role could be performed.

What you'll be doing

• Technical Support: Provide timely and effective technical support to end-users of applications under this portfolio (Such as, but not limited to, Sitefinity and CHAF). Respond to user enquiries, troubleshoot issues, and offer solutions to ensure uninterrupted system functionality.

• Incident Resolution: Diagnose and resolve issues related to applications, including but not limited to configuration problems, integration challenges, data inconsistencies, and user access problems.

• Customization and Configuration: Assist in the customization and configuration of applications to meet the Charter Hall's needs. Collaborate with stakeholders to gather requirements and implement changes to workflows, entities, forms, and views.

• Data Management: Ensure data integrity and accuracy within applications. Perform data imports, exports, and maintenance tasks as needed. Monitor data quality and implement data cleansing strategies.

• Documentation: Create and maintain comprehensive documentation of system configurations, processes, and troubleshooting procedures.

• System Upgrades and Enhancements: Participate in the planning, testing, and implementation of application upgrades, patches, and enhancements. Work closely with the IT team and Vendors to ensure a smooth transition and minimal disruption.

• Collaboration: Collaborate with cross-sector teams to identify business requirements and translate them into effective solutions on the above platforms.

• Performance Monitoring: Monitor system performance, identify potential bottlenecks, and recommend optimizations to ensure optimal system performance and user experience.

• Security and Compliance: Implement and maintain security protocols, access controls, and user roles within applications to safeguard sensitive data and ensure compliance with data protection regulations.

• Continuous Learning: Stay updated on the latest trends, best practices, and advancements in application technology. Proactively seek opportunities to enhance skills and contribute to the ongoing improvement of all platforms under management.

Key outcomes

• Respond to and resolve operational incidents within the agreed service levels

• Continuously improve our suite of applications by managing and delivering change requests

• Meet or exceed operational metrics such as customer sentiment, aged and reopened incident targets, response and resolution SLAs

• Achieve 100% compliance with defined ITSM processes

• No audit findings raised as a result of not following processes and controls

Your Key Relationships

• Internal stakeholders: cross-divisional teams, Digital and Data team, Group IT team, BSE Marketing team, Sector Marketing Teams

• External stakeholders: Software vendors, team augmentation suppliers, offshore resources

What we're looking for

Behavioural:

• Adaptability: The ability to adjust to changing technologies, client requirements, and project scopes

• Problem-Solving Skills: Adept at analysing complex issues, identifying root causes, and proposing effective solutions. Problem-solving skills are crucial for troubleshooting technical challenges.

• Attention to Detail: Detail-oriented specialist ensuring accuracy, quality, and adherence to best practices.

• Collaboration: Ability to work well with cross-functional teams, developers, and stakeholders. Effective communication and teamwork leading to successful project outcomes.

• Technical Curiosity: Staying up to date on industry trends, explores new tools, and seeks continuous learning. Curiosity drives innovation.

• Time Management: Balancing multiple tasks, deadlines, and priorities requires effective time management. Meeting project milestones is crucial. Independently prioritise work to efficiently resolve incidents while also completing routine tasks. Meets agreed timeframes without requiring oversight or follow up from others.

• Customer Focus: Understanding needs, providing excellent service, and maintaining positive relationships. Translates highly technical concepts into concise, what's-in-it-for-me messages, that speak to what we do.

• Analytical Thinking: Analyse data, performance metrics, and system logs to optimize processes and enhance efficiency. Solve high-impact issues before they turn into problems and looks to solve for root causes.

• Resilience: The IT landscape can be challenging. Resilience helps specialists handle setbacks, learn from failures, and persevere.

• Ethical Conduct: Upholding professional ethics, data privacy, and security standards is vital for an application services specialist.

Technical:

Required:

• At least 1 year experience working with or supporting an enterprise-grade Web Content Management System like Sitefinity, Sitecore, Episerver, etc.

• At least 1 year experience with cloud hosting environments, with a strong preference for Azure

• A good knowledge of how web applications are built, and an understanding of ASP.NET, javascript, HTML and other web technologies

• Hands-on experience with DevOps and CI/CD is a must, with a preference for Azure DevOps

• Understanding of business analysis and requirements-gathering techniques such as business process mapping

• Experience working with support ticketing systems such as Service NOW

• Familiar with ITIL Incident, Problem and Change Management processes

• Familiar with audit, risk and compliance with attention to IT General Controls

• Understanding of domain management principles, including DNS configuration, domain registration and SSL certificates

• Exposure to electronic marketing tools such as Campaign Breeze, SalesForce and Microsoft Customer Insights

• Understanding of monitoring tools to track platform health, uptime and performance metrics.

Desirable:

• Experience supporting and configuring low-code / no-code development platforms is highly desirable

• Working knowledge of SQL, Excel (macros and VBA)

• Experience with Microsoft technologies including but not limited to, Visio, SharePoint, PowerApps, PowerBI and Flow

• Experience configuring and supporting customer relationship management systems e.g. Microsoft Dynamics

• Knowledge of APIs and webhooks for seamless data exchange

• Experience in caching strategies, CDN configuration and database optimization

A spirit of shared success

Together, our efforts shape the success of our customers and communities for years to come. That spirit of shared success is just as important for our people. And, it's not just something we say. Our employees are literally invested in our business - as shareholders.

Learning

On-the-job experiences. 24/7 online learning. Conversation series. Peer to peer coaching. Study leave and financial assistance. LinkedIn Learning.

Well-being

Sonder 24/7 EAP. Tuesday breakfasts. Well-being leave. Monthly Gather events. End of Trip facilities. WELL-accredited workplaces. Flu vax. Well-being speakers, resources and events.

Wealth

Short and long-term incentives. Salary continuance and crisis insurance. Employee securities. Discounted gym memberships and fitness wearables. Free health checks. Salary packaging. Discounted Qantas Club membership. Accor hotel discounts.

Family

16 weeks paid primary carers leave. 4 weeks secondary carers leave. Support for parental transition. School holiday programs.

Leave

Thank you day. Birthday leave. Purchased leave. Career breaks. Well-being leave. Volunteer leave.

Community

Pledge 1%. Volunteer leave. Community spaces. National partnerships. Workplace giving. Dollar matching.

To learn more about us visit our LinkedIn page

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